Medallia Experience Cloud

Medallia Experience Cloud

by Medallia

Who Uses Medallia Experience Cloud?

Customer experience management platform that helps businesses of all sizes capture and analyze customers' feedback across all communication channels to improve the overall brand value.

What Is Medallia Experience Cloud?

Medallias award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results.

Medallia Experience Cloud Details

Medallia

https://www.medallia.com/

Founded 2001

Medallia Experience Cloud Pricing Overview

Medallia Experience Cloud does not have a free version and does not offer a free trial.

Free Version

No

Free Trial

No

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Medallia Experience Cloud Features

360 Degree Feedback Software
Dashboard
Progress Tracking
Question Library
Rater Selection
Reporting/Analytics
Self Service Portal
Surveys & Feedback
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Analytics
Customer Segmentation
Dashboard
Knowledge Management
Multi-Channel Data Collection
Negative Feedback Management
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
Action Management
Attribution Modeling
Behavioral Analytics
Collaboration
Customer Profiles
Data Import/Export
Predictive Analytics
Surveys & Feedback
Templates
360 Degree Feedback
Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
Survey Management
Benchmarking
Employee Recognition
Goal Management
Negative Feedback Management
Performance Management
Pulse Surveys
Collaboration
Feedback Collection
Idea Management
Milestone Tracking
Prioritization
Product Roadmapping
Release Management
Requirements Management
Resource Management
Workflow Management
Annotations
Collaboration
Data Visualization
Media Analytics
Mixed Methods Research
Multi-Language
Qualitative Comparative Analysis
Quantitative Content Analysis
Sentiment Analysis
Statistical Analysis
Text Analytics
User Research Analysis
Custom Survey URLs
Data Analysis Tools
Email Marketing
Mobile Survey
Offline Response Collection
Question Branching
Question Library
Site Intercept Survey
Skip Logic
Supports Audio / Images / Video
Boolean Queries
Document Filtering
Graphical Data Presentation
Language Detection
Predictive Modeling
Sentiment Analysis
Summarization
Tagging
Taxonomy Classification
Text Analysis
Topic Clustering

Medallia Experience Cloud Reviews

Showing 5 of 23 reviews

Overall
4.4/5
Ease of Use
4.4/5
Customer Service
4.5/5
Features
4.4/5
Value for Money
4.2/5
Bojan G.
Business Development Manager
Outsourcing/Offshoring, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 18/12/2018

"The best way to measure and record your customer satisfaction"

Pros: If you are a customer facing organization such as a hotel and struggle to deal with customer feedback, it's time to digitalise. Medallia is a great software for hotels, I've used it in 2 hotels and never had issue. Customer feedback was easily collected from customers through customizable surveys and the data ranked. It is important to train your front line to collect customers emails in order to get a higher respose rate and improve your NPS. Works with most of the CRM's.

Cons: No issue. Many reporting capabilities. I was very happy with the product.

  • Reviewer Source 
  • Reviewed on 18/12/2018
Patrick M.
GM
Hospitality, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 05/12/2019

"Great central location for reviewing reviews"

Comments: It's a great and clean user interface that allows for quick navigation.

Pros: The mobile app has been extremely helpful when wanting to get real-time alerts for any new reviews. If there is something negative it's easy to contact the right colleague, discover the situation, and respond with a solution before word-of-mouth spreads without knowing the outcome.

Cons: I would like the ability to filter which messages I get alerts about on my mobile phone. While I always enjoy a positive review, getting an alert many times a day with 10/10 ratings can get bothersome.

  • Reviewer Source 
  • Reviewed on 05/12/2019
Verified Reviewer
Enterprise Customer Experience NPS (Net Promoter Score) Lead
Telecommunications, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    3/5
  • Ease of Use
    3/5
  • Features & Functionality
    2/5
  • Customer Support
    Unrated
  • Value for Money
    2/5
  • Likelihood to Recommend
    2/10
  • Reviewer Source 
  • Reviewed on 21/02/2019

"High Total Cost of Ownership"

Pros: It just works once extensive setup is in place.

Cons: Very expensive to run. Medallia's model is based on maximising Medallia consultancy - even for simple things like adding new touchpoints, help requests, simple customisations. I prefer cloud based services that gives much more control to the customer.

  • Reviewer Source 
  • Reviewed on 21/02/2019
Patricia P.
Office Manager
Financial Services, 5,001-10,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    3/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 12/04/2019

"Service agent reviews"

Pros: I am able to sort survey responses according to user and identify areas of excellence & improvement opportunities. I like the function to respond with a customized thank you email.

Cons: Thumbs up functionality - if a user responds to a text with a "stop" message it automatically registers as a thumbs down, which is not always representative of their experience.

  • Reviewer Source 
  • Reviewed on 12/04/2019
Verified Reviewer
Vp
Computer Software, 13-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 23/07/2019

"Customer feedback in full"

Comments: Fantastic on boarding and support

Pros: We needed more than surveyware and medallia is by far the most robust experience feedback platform we looked at. Really deep and broad insights and a few great insights!

Cons: Harder to set up but worth it. The support team is wonderful and responsive

  • Reviewer Source 
  • Reviewed on 23/07/2019